ZipZy® Service Level Agreement

1.1 Eligible Services. This SLA covers the production ZipZy® Services on paid plans, including link and QR resolution, hosted pages, the application dashboard, and the public API.

1.2 Ineligible. This SLA does not apply to free plans, trials, beta or preview features, sandbox environments, or any Service module expressly stated to be outside SLA scope.

1.3 Good Standing. Credits are available only where the Account has no overdue undisputed balance and is not suspended for violation of the Acceptable Use Policy.

2.1 “Monthly Uptime Percentage” = ((Total Minutes in the calendar month − Downtime Minutes) ÷ Total Minutes in the calendar month) × 100, rounded to two decimal places.

2.2 “Downtime” means a period during which a Covered Service is unavailable to the Customer, measured as the sustained inability of the Service to respond successfully to valid requests, excluding events listed in Section 7.

2.3 “Unavailable” means an error rate greater than 5% of valid requests over a 5-consecutive-minute interval, measured at our monitoring endpoints.

2.4 “Downtime Minutes” means the total number of minutes of Downtime in a calendar month, counted from the beginning of the first affected 5-minute interval to the resolution of the incident.

2.5 “Monthly Subscription Fee” means the fee attributable to the affected Service for the calendar month in which the Downtime occurred. For annual plans, this is the annual fee divided by twelve.

2.6 “Covered Service” means an individual Service component to which a separate availability target applies under Section 3.

We commit to the following Monthly Uptime Percentages:

Redirect infrastructure carries the highest target because it is the component whose failure most directly affects the Customer's End Users.

3.1 Downstream Delivery. For messaging, our commitment covers acceptance and dispatch from our infrastructure. Delivery to the end recipient depends on telecom carriers, platform providers, and mailbox providers and is expressly outside this SLA.

4.1 Availability is measured by our monitoring systems using synthetic checks from multiple geographic locations, together with real request telemetry.

4.2 Our measurements are the authoritative record. Customer-side monitoring may be submitted as supporting evidence in a claim and will be considered in good faith.

4.3 Measurement is per Covered Service, per calendar month, in Indian Standard Time (UTC+5:30).

4.4 Availability is measured at our service boundary — including our edge provider — and excludes conditions arising beyond it.

Where a Covered Service falls below its target in a calendar month, the Customer may claim a credit calculated on the Monthly Subscription Fee for that Service:

5.1 Cap. Total credits in any calendar month will not exceed 100% of the Monthly Subscription Fee for the affected Service, and total credits in any 12-month period will not exceed two months' subscription fees.

5.2 Form. Credits are issued as account credits applied to future invoices. Credits have no cash value, are non-transferable, are not refundable, and expire on Account closure. See Section 13 of the Billing Policy.

5.3 Multiple Services. Where more than one Covered Service is affected by the same incident, credits are calculated per affected Service and aggregated, subject to the cap in 5.1.

6.1 Deadline. Submit a claim to support@zipzy.in with the subject line “SLA Credit Request” within 30 days of the end of the calendar month in which the Downtime occurred. Claims submitted after this period are not eligible.

6.2 Required Information.

1. Account email address and workspace name
2. Affected Covered Service
3. Dates, start and end times of each Downtime period, with timezone
4. Description of the impact experienced
5. Supporting evidence — error logs, request identifiers, timestamps, monitoring output

6.3 Processing. We acknowledge within 5 business days and decide within 15 business days. Approved credits appear on the next invoice. Declined claims are explained in writing.

6.4 No Automatic Credits. Credits are not applied automatically. A claim must be submitted even where an incident was publicly acknowledged.

Downtime does not include, and no credit is payable for, unavailability arising from:

• Scheduled maintenance notified in accordance with Section 8;
• Emergency maintenance conducted under Section 9;
• Force majeure events under Section 13;
• factors outside our reasonable control, including internet backbone failures, Customer network or ISP problems, DNS propagation delays, and device or browser issues;
• failures of third-party services not under our control, including payment providers, telecom carriers, mailbox providers, identity providers, and third-party integrations;
• the Customer's own equipment, software, configuration, code, or integrations;
• the Customer exceeding plan entitlements or rate limits, or usage patterns that we had previously flagged as risking degradation;
• suspension or restriction under the Terms of Service, the Acceptable Use Policy, or the Billing Policy;
• attacks directed at the Customer's own resources, including volumetric attacks on a Customer's custom domain or link, beyond mitigation we can reasonably apply;
• beta, preview, trial, and free features;
• use of the Services in a manner inconsistent with the Documentation;
• the Customer's failure to act on a required migration or security update after reasonable notice;
• unavailability of a destination URL, a Customer's own website, or content hosted by a third party; or
• actions of the Customer or its Users, including accidental deletion or misconfiguration.

8.1 Window. Routine maintenance is performed during the standard window of Sunday 00:00–04:00 IST, chosen for minimum traffic.

8.2 Notice. We give at least 72 hours' notice by email to the administrative contact and on the status page, stating the window and expected impact.

8.3 Duration Budget. Scheduled maintenance will not exceed 8 hours in any calendar month.

8.4 Zero-Downtime Preference. Wherever technically possible, maintenance is performed without downtime. Redirect infrastructure is maintained with rolling deployments so that link resolution continues during maintenance of other components.

8.5 Time within a properly notified scheduled maintenance window is excluded from Downtime.

We may perform emergency maintenance without prior notice where necessary to address a security vulnerability, active attack, data integrity risk, or imminent failure. We will notify the status page as soon as practicable and provide a written summary afterwards. Emergency maintenance is excluded from Downtime, provided it does not exceed 4 hours in any calendar month; time beyond that threshold counts as Downtime.

10.1 Severity Definitions

10.2 Initial Response Targets

10.3 Business Hours. Monday to Friday, 09:30–18:30 IST, excluding public holidays observed in Uttar Pradesh, India.

10.4 Channels. Email at support@zipzy.in on all paid plans; in-app support on Business and Enterprise; a named contact and escalation path on Enterprise.

10.5 Nature of the Target. These are targets for initial response, not resolution. Resolution time depends on complexity, reproducibility, and Customer cooperation. Failure to meet a support response target does not create an entitlement to service credits.

10.6 Customer Cooperation. We may reclassify a ticket's severity based on actual impact, and may pause the response clock where we are awaiting information from the Customer.

We maintain a public status page reporting current availability, active incidents, and scheduled maintenance. During a SEV-1 or SEV-2 incident we publish an initial notice promptly, updates at least every 60 minutes until resolution, and a resolution notice. A post-incident summary is published for material incidents within 5 business days of resolution.

If a Covered Service fails to meet its availability target in three (3) consecutive calendar months, or in four (4) months within any rolling twelve-month period, the Customer may terminate the affected subscription without penalty by giving written notice within 30 days of the last qualifying month. In that case we will refund prepaid unused fees on a prorated basis, in addition to any service credits already accrued.

Neither party is liable for failure or delay in performance caused by events beyond its reasonable control, including natural disasters, epidemics, war, terrorism, civil unrest, labour disputes, governmental or regulatory action, changes in law, nationwide or regional internet or telecommunications failure, power grid failure, or large-scale attacks on internet infrastructure. Such events are excluded from Downtime. Where a force majeure event prevents provision of the Services for more than 30 consecutive days, either party may terminate the affected subscription, and we will refund prepaid unused fees on a prorated basis.

Free plans, trials, sandbox environments, and features designated beta, preview, alpha, or early access carry no availability commitment, may be changed or withdrawn at any time, and generate no entitlement to credits. Do not use them for production-critical workloads.

Service credits, and the termination right in Section 12, are the Customer's sole and exclusive remedies for any failure to meet the availability commitments in this SLA. This does not limit either party's remedies for breach of other provisions of the Agreement.

We may update this SLA with at least 30 days' notice. Changes do not apply retroactively to a calendar month already in progress at the time notice is given. Where a signed Order Form specifies different service levels, that Order Form prevails.

Pranava Company Group (ZipZy®)
62, Mandola, Loni, Ghaziabad, Uttar Pradesh 201102, Bharat (India)